Refund and Cancellation Policy
Our focus is complete customer satisfaction. In the event that you are displeased with the services provided, we will refund the money, provided the reasons are genuine and proved after investigation. Please read the fine print of each deal before buying it — it provides all the details about the services or product you purchase.
In case of dissatisfaction with our services, clients have the liberty to cancel their projects and request a refund. Our policy for cancellation and refund is as follows:
Cancellation Policy
For cancellations, please contact us via the Contact Us link, by phone/WhatsApp, or through the form on our website. Requests received later than 20 business days prior to the end of the current service period will be treated as cancellation of services for the next service period.
Broadband plans may be purchased on a Monthly, Quarterly, Half-Yearly or Yearly billing cycle. Once a Quarterly/Half-Yearly/Yearly plan is activated, the amount already paid for the remaining, unused period of that cycle is non-refundable on voluntary cancellation by the Subscriber, except where the disconnection is on account of a proven and continuous service failure directly attributable to SIWAN BROADBAND.
Refund Policy
We will try our best to provide suitable solutions for our clients. In case a client is not completely satisfied with our products or services, and the reasons are found genuine after investigation, we may provide a refund as per the terms below.
- If cancelled after placing an order but before installation, 100% of the plan/subscription amount paid will be refunded.
- Once the connection has been installed and activated, the one-time installation charge and the plan amount for the period already availed are non-refundable; any balance for the unused portion of a Quarterly/Half-Yearly/Yearly plan is refundable only at SIWAN BROADBAND’s discretion, after adjustment of equipment, installation and other dues, if any.
- Refunds are issued only to the original payment method/account used at the time of payment (the same card, UPI ID, wallet or bank account), through the same payment gateway / Payment Aggregator (which may be Cashfree Payments, Razorpay, Paytm Payment Gateway, PayU, or such other partner as was used for that transaction). SIWAN BROADBAND cannot issue a refund to a different card, account or payment mode.
- Approved refunds are typically processed within 7–14 business days from approval; the actual credit to the Subscriber’s account thereafter depends on the processing timelines of the payment gateway and the Subscriber’s bank/card issuer, which are beyond SIWAN BROADBAND’s control.
- For payments made via an international card or from outside India, refunds are credited back in Indian Rupees (INR) to the original card/account; any resulting difference due to currency conversion, exchange-rate fluctuation or cross-border transaction charges levied by the card issuer/bank is not borne by SIWAN BROADBAND and is not separately reimbursed.
Installation, Wiring & Static IP Charges
- A one-time installation charge of ₹1,500 (≈ USD 17.05) applies on Monthly (1-month) plans only. Installation is free on Quarterly, Half-Yearly and Yearly plans.
- Where the installation location requires fully underground wiring, an additional installation & wiring charge of approx. ₹3,000–₹3,500 (≈ USD 34.09–39.77) applies separately, based on actual site requirement, and is payable in addition to the standard installation charge (if any).
- Installation and wiring charges, once the installation work has been carried out, are non-refundable, except where installation could not be completed due to a fault attributable solely to SIWAN BROADBAND.
- The Static IP add-on (₹399/month, ≈ USD 4.53/month) is available only with Half-Yearly and Yearly plans and is billed for the full selected term; the Static IP charge for the remaining unused term is non-refundable on voluntary cancellation, save as provided under “Cancellation Policy” above.
Third-Party / Partner-Arranged Service
In locations where SIWAN BROADBAND does not offer a direct connection, service may be arranged through a trusted third-party partner in that area, subject to the Subscriber’s consent. Where a connection is provided through such a third-party partner, that partner’s own cancellation, installation and refund terms shall apply in addition to this Policy; SIWAN BROADBAND will assist in coordinating the request but is not responsible for delays or charges levied independently by the third-party partner.
Equipment
Any router, ONT, modem or other equipment supplied by SIWAN BROADBAND remains its property. On cancellation/termination, such equipment must be returned in working condition within 7 days; in case of damage, loss or non-return, applicable repair/replacement charges will be deducted from any refund due, or separately recovered from the Subscriber.
IT Services (Website / Server / Support) — Cancellation & Refund
- For website development, server & hosting setup, or other custom IT Services, the advance/booking payment secures scheduling and commencement of work and is non-refundable once work has commenced, except where SIWAN BROADBAND is unable to commence the work at all due to a reason solely attributable to SIWAN BROADBAND.
- If the client cancels before any work has commenced, the advance paid (less any payment-gateway transaction fee already incurred, if applicable) will be refunded.
- Amounts corresponding to milestones/deliverables already completed and accepted by the client are non-refundable; only the amount for work not yet performed may be refunded, at SIWAN BROADBAND’s discretion, after deducting time and resources already committed.
- Third-party costs already incurred on the client’s behalf (domain registration, hosting, licences, plugins, courier charges, etc.) are non-refundable once purchased/paid, as these are typically non-refundable to SIWAN BROADBAND itself by the respective third-party provider.
Hardware Orders — Returns & Refund (India & International)
- Hardware found to be dead-on-arrival (DOA) or damaged in transit must be reported within 48 hours of delivery, with photos/video of the item and packaging, to be eligible for free replacement or refund.
- Unopened, unused hardware in original packaging may be returned within 7 days of delivery for a refund of the product price; return shipping cost is borne by the client unless the item was defective or incorrectly supplied.
- Hardware that has been used, installed, configured, custom-built/sourced specifically for the order, or is a licensed/software-activated product, is not eligible for return once opened/activated, except where found defective.
- For orders shipped outside India: original outbound international shipping charges and any customs duty/import tax already paid are non-refundable; return shipping (if a return is accepted) is the client’s responsibility unless the item was defective, incorrectly supplied, or lost/damaged by the courier.
- Refunds for hardware orders are credited to the original payment method used, through the same payment gateway; processing time is as stated in the “Refund Policy” section above and may take longer for international transactions, depending on the client’s bank/card issuer.
- SIWAN BROADBAND is not responsible for hardware seized, delayed, returned or destroyed by customs or postal authorities in the destination country; any refund in such cases, if granted, will be limited to the product price after deducting shipping and any charges already incurred, at SIWAN BROADBAND’s discretion.
